End-to-end Process Improvement Digital Expert

Il y a 4 mois

SaintOuen, France Allianz Temps plein

End-to-End Process Improvement Digital Expert

As an End-to-End Process Improvement Expert, you'll lead the transformation of operational processes across MDDR and EL lines of business within our Operations division. Reporting to Global E2E MDDR EL Process Improvement Manager, you'll be at the forefront of integrating advanced automation and digitalization technologies to enhance efficiency and drive innovation. Your role involves optimizing customer journeys, fostering a culture of continuous improvement, and ensuring seamless collaboration across departments. By aligning technology with organizational goals, you will play a pivotal role in achieving operational excellence and driving the digital transformation of Allianz Partners.

**What You Do**:

- **Strategy Development**: Craft and implement a comprehensive end-to-end (E2E) process improvement strategy for the Operations department across MDDR and EL lines of business. Align this strategy with the organizational objectives of Allianz Partners, driving significant transformation and modernization efforts.
- **Technology Integration**: Evaluate, integrate, and leverage the latest automation and digitalization technologies to enhance customer journey and process automation, working closely with Allianz's technical experts to ensure state-of-the-art solutions.
- **Process & Customer Journey Optimization**: Lead the optimization of target customer journeys and processes across all lines of business, focusing on maximizing productivity, simplicity, and overall operational efficiency.
- **Data Analytics**: Use data analytics to gain actionable insights into customer experiences and process performance. Identify improvement areas and support data-driven decision-making.
- **Innovation**: Foster a culture of innovation within the Operations department by encouraging creative solutions and continuous improvement through technological advancements and organizational strategies.
- **Cross-Functional Collaboration**: Work closely with various departments within Allianz Partners to ensure seamless integration of target journeys, processes, and operations projects across the organization.
- **Change Management**: Drive change management initiatives, ensuring the smooth adoption of new processes and technologies within the Operations department.
- **Performance Monitoring**: Establish and monitor key performance indicators (KPIs) related to process transformation. Provide regular reports and updates to Allianz Partners leadership.
- **Training & Development**: Develop and deliver "train the trainer" programs to enhance the skills and knowledge of the Operations teams, focusing on contact center and omni-channel excellence.
- **Customer Experience Enhancement**: Prioritize enhancing the overall customer experience by implementing both digital and non-digital initiatives, ensuring that all operations processes align with customer expectations.
- **Risk Management**: Identify potential risks associated with operational process transformations and implement measures to safeguard ongoing operations.
- **Regulatory Compliance**: Ensure that all customer journey and process implementations comply with Allianz Group's standards, industry regulations, and relevant legal requirements.
- **Project Leadership**: Lead the collection, prioritization, and implementation of business requirements and operations projects across all platforms. Ensure strong, data-driven prioritization in collaboration with Operations and LOB leads.
- **Team Leadership**: Build and lead a high-performing team of process improvement and operations excellence professionals. Foster a culture of innovation, excellence, and high performance, contributing to improved Allianz Engagement Survey (AES) scores.

**What you bring**
- **Expertise in Service Delivery**: At least 8 years of proven experience in service delivery operations within the relevant lines of business, particularly in digital transformation and technology integration.
- **Technical Proficiency**: Demonstrated ability to deploy technology-driven solutions and effectively incorporate complex operational and technical constraints into process designs.
- **Detail-Oriented Approach**: Strong attention to detail, with the capability to produce clear, comprehensive documentation that incorporates multiple stakeholders and integrates process mapping concepts.
- **Analytical Skills**: Affinity with numbers and an ability to quantify impacts, translating abstract reductions into precise time savings, FTE improvements, and monetary values.
- **Market Awareness**: Ability to stay ahead of market trends in technology and creatively incorporate these into process improvement use cases.
- **Communication Skills**: Exceptional communication abilities, capable of engaging with stakeholders at all levels, from detailed technical discussions to high-level strategic conversations.

**What we offer** Our employees play an integral part in our success as a busines

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